IT CUSTOMER SUPPORT SPECIALIST I/II (ENTERPRISE RESOURCE PLANNING)

Clark County; Las Vegas (NV); On-site; USD 37,000 - 59,000; Full time

Job summary

Clark County’s ERP IT Customer Support team seeks a Specialist I/II to handle end-user assistance for ERP systems, triage issues, maintain user accounts, and reset passwords. The role involves documenting requests, QA testing after updates, and delivering high-quality service through the ticket lifecycle.

The position offers training with potential promotion from Specialist I to Specialist II, and open competitive eligibility for current or future vacancies within six months.

Qualifications

• I: AA degree with major coursework in computer science, information systems or related field and two years’ full-time experience involving telecom or PCs.
• II: In addition to I, at least one year of full-time experience providing hardware and software technical support.

Responsibilities

• Respond to customer calls for assistance with hardware/software problems.
• Place service requests with vendors and ensure service delivery.
• Reset passwords and manage user accounts on networks and software.
• Analyze problems and propose solutions; document actions taken.
• Log calls and generate reports on activities and trends.
• Provide end-user training materials and user manuals as needed.

Skills

Customer support

Technical troubleshooting

Documentation

Communication

Team collaboration

Education

Associate of Arts in computer science / information systems

Job description

About The Position

The Clark County Finance Department – Enterprise Resource Planning (ERP) office is seeking qualified candidates for the ERP IT Customer Support Specialist I/II position. As part of the change management team, you will respond to customer support requests, providing comprehensive end-user assistance for ERP systems. Key duties include supporting users with system processes and navigation, maintaining user accounts, and performing password resets. You will also triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, and deliver high-quality customer service throughout the ticket lifecycle. In addition, you will participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected.

The Clark County Finance Department – Enterprise Resource Planning (ERP) office is seeking qualified candidates for the ERP IT Customer Support Specialist I/II position. As part of the change management team, you will respond to customer support requests, providing comprehensive end-user assistance for ERP systems. Key duties include supporting users with system processes and navigation, maintaining user accounts, and performing password resets. You will also triage and evaluate customer-reported functional and technical ERP issues, ensure accurate documentation and follow-through on support requests, and deliver high-quality customer service throughout the ticket lifecycle. In addition, you will participate in quality assurance testing activities following system updates or changes to confirm processes and user functionality perform as expected.

IT CUSTOMER SUPPORT SPECIALIST I: $26.70 - $39.50 Hourly

IT CUSTOMER SUPPORT SPECIALIST II: $28.91 - $42.64 Hourly

The IT Customer Support Specialist I is a training underfill position, upon successful completion of the training program the successful candidate will be non-competitively promoted to IT Customer Support Specialist II.

This examination will establish an Open Competitive Eligibility list to fill current and/or future vacancies that may occur within the next six (6) months at either level or may be extended as needed by Human Resources.

Human Resources reserves the right to call only the most qualified applicants to the selection process.

Some of the positions may be confidential positions and are excluded from membership in the union.

Some of the positions may be non-union positions and excluded from membership in the union.

Minimum Requirements

Education and Experience:

Customer Support Specialist I - Equivalent to an Associate of Arts degree with major course work in computer science, information systems or a field related to the work AND two (2) years of full-time experience which involved the use of telecommunications or personal computers and various standard software applications. Professional level experience and/or education that has provided the skills and knowledge necessary to perform all job functions at this level may be substituted on a year-for-year basis.

Customer Support Specialist II - In addition to the above: Minimum of one (1) year of full-time experience providing hardware and software problem resolution and technical support to telecommunications and/or computer customers.

All qualifying education and each experience must be clearly documented in the “Education” and “Work Experience” sections of the application.

Do not substitute a resume for your application or write "see attached resume" on your application. All details must be written in your own words and cannot be copied from job descriptions or other external sources.

Background Investigation:

Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted.

Citizenship:

Candidates must be legally authorized to work in the United States. Please note, Clark County does not provide H1B visa sponsorships or transfers for any employment positions.

Pre-Employment Drug Testing:

Employment is contingent upon the results of a pre-employment drug examination.

EXAMPLES OF DUTIES

• Responds to telephone calls for assistance from customers regarding computer or telecommunication hardware and/or software problems.
• Places orders for service with contracted telecommunications vendors, including telephone, fax, and modem lines, dedicated circuits and ISDN lines.
• Ensures users have needed telephone and wireless systems and features.
• Analyzes and evaluates possible solutions to problems.
• Advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems.
• Sends on-site assistance for problem resolution when the situation cannot be resolved over the telephone.
• Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends.
• Provides technical assistance to County employees regarding the use and operation of a wide variety of computer hardware, software and peripheral equipment.
• Performs security administration by resetting passwords, creating, moving, and disabling user accounts for network operating systems and software applications.
• Prepares written documentation and instructions for customer use in an operational setting.
• Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required.
• Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by County customers; maintains a library of such information for departmental use.
• Proofreads and edits technical and non-technical materials prepared by others.
• May develop training materials and exercises; revises and updates curricula as required.
• May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects.
• Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
• Maintains files and may perform a variety of general office support work related to the activities of the unit.
• Uses standard office equipment and variety of computer hardware and software in the course of the work.

PHYSICAL DEMANDS

Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and hearing and speech to communicate in person or over the telephone. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.